There are a ton of journey mapping tools out there. I’m most familiar with Touchpoint Dashboard, but I’ve had demos from many others. They all excel at certain components of journey mapping, but they don’t (and probably can’t) address some of the largest problems.

That’s because the biggest reasons journey maps fail have nothing to do with digital problems; they’re analog. As we’ll discuss tomorrow, the biggest problem in journey mapping is that it’s done in silos. Small teams are created to do journey mapping. Those small teams intimately learn the customer experience, but because they don’t control the critical touch points, the effort fails to drive change.

You probably don’t view Amazon as a competitor. That’s where you’re mistaken.

When we look to build a better CX, it’s natural to focus on our people. After all, they are often the heart of our customer experience.

However, while we need to ensure a strong person-to-person experience, we also need to make sure the experience is strong even when customers don’t want to talk to our people. The research shows that we’re not doing so well there. Read more